What was the impact of the AI solution?

Projected savings of nearly 40,000 team hours annually from automating call transcription and sentiment analysis. Approximately 10% increase in first-call resolutions, saving about 20,000 team member hours annually. About 70% of servicing clients fully self-serve through GenAI-powered mediums such as IVR. Deployed 30,000 servicing calls in 10 days and then scaled four times for operations and six times for banking.

Rank#1,885of 2,931

Source

Expanded

Rocket Mortgage: Generative AI contact-center analytics using Amazon Transcribe Call Analytics, Comprehend, and Bedrock

Use case typeCustomer experience analyticsUpdated Jun 13, 2026

Rocket Mortgage, America’s largest retail mortgage lender, built Rocket Logic – Synopsis on AWS to improve client interactions and operational efficiency in servicing contact-center operations. The solution automates post-call transcription and analytics, generates concise call summaries and actionable insights, and uses sentiment and entity extraction to support call resolution and customer self-service.

Organization: Rocket Mortgage
Industry: Finance
Location: United States
Published: September 2024

Reported outcomes

+70%

self-service shareAutomation & deflection

40,000 hours/yearteam hours saved annually20,000 hours/yearfirst-call resolution hours saved annually+10%first-call resolution increase30,000 callsservicing calls deployed

Strategic outcomes

Customer experience & trustImproved customer self-service and call resolutionNew product / capabilityAutomated call summaries and actionable insightsRisk & complianceAdded secure PII-protected processingScale & capacityScaled servicing calls across operations and banking

Catalog median for automation & deflection deployments: +69% across 114 reported metrics. Compare benchmarks →

Primary read

Use case focus

Showing 3 of 4

1Contact Center Analytics
2Customer Service
3Speech Analytics

Handle high call volumes and improve customer self-service and call resolution while reducing administrative burden for servicing teams.

Rocket Mortgage partnered with AWS to deploy AWS Contact Center Intelligence, branded internally as Rocket Logic – Synopsis.
The workflow uses Amazon Transcribe Call Analytics to transcribe calls, Amazon Comprehend for sentiment analysis and entity extraction, and Amazon Bedrock with Anthropic Claude models to generate call summaries and actionable insights.
The architecture uses AWS Step Functions with Amazon S3-triggered automation and applies PII redaction, encryption, AWS KMS, and IAM access controls for secure processing.
The team fine-tuned Anthropic Claude 3 Haiku on Amazon Bedrock for call classification and data extraction.

Technologies

Amazon Transcribe Call Analytics Amazon Comprehend Amazon Bedrock AWS Step Functions Amazon S3 AWS KMS AWS IAM Anthropic Claude 3 Haiku Anthropic Claude Sonnet

Projected savings of nearly 40,000 team hours annually from automating call transcription and sentiment analysis.
Approximately 10% increase in first-call resolutions, saving about 20,000 team member hours annually.
About 70% of servicing clients fully self-serve through GenAI-powered mediums such as IVR.
Deployed 30,000 servicing calls in 10 days and then scaled four times for operations and six times for banking.

Architecture

A fully automated post-call analytics pipeline ingests audio files into Amazon S3, triggers AWS Step Functions, transcribes calls with Amazon Transcribe Call Analytics, stores transcripts for downstream BI processing, redacts PII, applies encryption and access controls with AWS KMS and IAM, and uses Amazon Comprehend plus Amazon Bedrock (Anthropic Claude) to extract sentiment, entities, summaries, and actionable insights.

Implementation partners2

AWS Generative AI Innovation Center Anthropic

Sources & evidence1

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The same organization appears in newer AI deployment evidence.